Client Services Manager

Client Services Manager

UKFast

Hulme, Manchester

UKFast is one of the UK’s leading cloud, managed hosting and colocation providers, supplying dedicated server hosting, critical application hosting, and cloud hosting solutions. We fully-own, manage and operate our carbon and carrier-neutral data centre complex, which offers over 30,000sq ft of enterprise-grade facilities for collocating your IT equipment.

Over the past two decades, UKFast has grown from a two-person start up to a multi-million pound business. Dedicated to continuous innovation and providing world-class solutions, we transform our customers businesses by using cutting-edge technology combined with incredible connectivity and award winning customer service and support.

The primary focus of a service manager is to ensure we are delivering high quality service to our Enterprise client base at all times by supporting both the Account Management and Support teams in delivering the SLA to our customers as a minimum. Service managers also play a key role in businesses change process being part of the Change Authority Board (CAB).

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What are my responsibilities?

  • Creating and presenting service reviews to client, these are to outline our performance against the SLA and also help clients with continual capacity planning.
  • Regular client contact, ensuring traction is maintained on ongoing issues and projects, also assisting the Account Management team to maintain strong customer relationships.
  • Attending and presenting at client meetings.
  • Contributing to continual process improvement across the support spectrum.
  • Providing advice for account managers and support teams on service related issues.
  • Point of escalation for client issues and complaints.
  • Responsible for the upkeep and improvement of the company NPS score.
  • Involvement in companies change management process, including chairing CAB meetings, preparing change project data and arranging communications for change both internally & externally.
  • Documenting data from incidents and contributing to the writing of incident reports.

What are the requirements?

  • High level technical knowledge of server hosting technologies.
  • Have previous experience of implementing and improving business processes.
  • Good attention to detail.
  • Level headed person, able to deal with high pressure situations.
  • Excellent communication skills.
  • Previous experience of complaint handling, incident / problem management highly beneficial.
  • High levels of organisation.
  • ITIL, Prince2 or any other Service / Project Management qualification is desirable.

 

Progression Steps

As part of an ever growing team opportunities to progress would include moving up to a Senior Enterprise Server Manager role whom which work in supporting the Platinum Enterprise clients, or you could look to progress to become a Service Management Team Leader. For either of these opportunities you would need to meet the following criteria:

  • Show consistently high quality in call reviews.
  • To have developed a high level of knowledge of both technology and business systems / processes.
  • To consistently show willingness to provide support to other members of the team.
  • To have headed up a number of large internal change projects.
  • Have completed a relevant professional qualification, Prince 2, ITIL or any other Service / Project Management qualification.
  • Be regularly attending client meetings, presenting reports to clients.
  • Be a contributor in process change which results in better service across the business.
  • Show a high level of business acumen.

What challenges may I fact in this role?

As part of this job role you will need to be highly organised and be able to prioritise work efficiently as requirements will come in from both client side and also internally.

As you are in a primarily client facing role you will need to be confident in your own abilities to handle a wide range of customer requests and issues.  You will be required to deal with high pressure situations when responding to incidents, complaints and projects which need to have a quick turnaround. Occasionally you may deal with challenging customers, you must be able to remain patient, level headed and ensure you act professionally in these scenarios to help the client resolve their issue.

As part of the Change Authority Board, you must be confident in challenging technical leaders on their requested changes in order to ensure that at all times the business chase for the change out ways any risks associated and that the customer’s voice is always represented in any decision.

 

Working hours

As part of the role you will be expected to work the standard office hours of 09:00 to 17:30 Monday to Thursday & 08:00 to 17:00 Fridays. There may be occasions start times and finishes may vary dependent upon client’s needs and to be able to attend meetings.

Our benefits:

  • Pension Scheme with significantly higher matched contributions
  • Birthdays off as an extra paid holiday
  • A Tax paid bonuses of £1000 after 5 years, and an amazing £10,000 after 10 years with the team
  • Private BUPA healthcare cover after a years’ service
  • Full paid maternity leave for first 16 weeks and full paid paternity leave for 2 weeks after two years' service.
  • Award-winning training and education centre with three full-time teachers who help you obtain accreditations, develop and learn.
  • An extra week’s holiday the year you get married.

Our facilities and perks:

  • On-site gym with steam room with weekly boot camp and Yoga classes.
  • Sports clubs such as running, football and netball
  • Free kettle bells, pyramid, spinning classes and circuit training
  • Games zone with arcade games and retro consoles.
  • Free fresh fruit delivered to the office
  • A bar - free drinks on a Friday to end the week
  • Crèche on site – somewhere to play when your kids come to visit
  • Bring your dogs to work every day
  • Free onsite parking
  • Onsite restaurant and café 
  • A giant slide
  • Table tennis and pool tables     
  • Quiet zones and sleeping pods
  • Team building experiences such as climbing Snowdon
  • Family days out such as Chester Zoo and Cinema nights
  • Volunteer days